How to communicate effectively by telephone?

"Telephone communication" is a way of individual communication, and telephone communication is a relatively economical way of communication.

The following situations shall be conducted by telephone communication:

1. When their offices are far away, but the problem is simple (for example, two people need to discuss a report data in different offices, etc. );

2. When they are far away from each other, it is difficult or impossible to communicate face to face;

3. When they have adopted e-mail communication, but the problem has not been solved. Before answering the phone, you should first know what to say after the phone call, not what to say. If there is too much content, you can make a draft first, especially call strangers or celebrities, important people and bosses, so that the other party can feel your composure and clear thinking. When you want to make sure that the phone number you have reached is accurate, you should immediately briefly report your identity, name and the person you want to call. When the other party promises you to "wait", you should wait with the microphone and don't leave the microphone. If the other party tells you that the person you are looking for is not in, don't just click and hang up, but say "thank you". ? When inviting or notifying the other party, make it simple and clear, and conform to the etiquette norms. If there are many conversations on the phone, after asking the other party, make an appointment again in a consultative tone, or ask the other party to call back later. ? Because of the difference between microphone transmission and interview, it is not appropriate to be too close or too far away from the mobile phone. Generally speaking, the volume is slower than usual on the basis of hearing the other person's voice clearly. When necessary, you can throw a friendly "smile" at the other party with a rising tone to make the other party feel cordial, but remember not to put on airs. ? When talking on a mobile phone on a bus or in other public places, you should pay attention to making a long story short, don't talk endlessly, and don't have a high tone. ? [case study]

Bing Bing is a telemarketer of G, a large domestic travel company. Her job is to recommend tourist service cards to customers. If customers use this card to get stuck in hotels and fly, they can get a discount. This card is free, and her task is to make customers fully realize what benefits this card can bring to each other, and then use it, so as to generate performance. It happens that she has the customer information of Chengdu Airport. Let's see how she gets to the point. Telesalesman: Hello, is this Manager Li? Guest: Yes, what is it? Telesalesman: Hello, Manager Li, this is the customer service department of Sichuan Airlines. My name is Bingbing. The main reason for calling you today is to thank you for your support to Sichuan Airlines. Thank you! Guest: Nothing! Telesalesman: In order to thank the old customers for their support to our company, the company specially sent a gift to express its gratitude. This gift is a discount card, which can give you the opportunity to enjoy discounts whether staying in a hotel or flying in the future. This card was jointly launched by Sichuan Airlines and G Company, and issued by G Company. What is the detailed address of Manager Li? We will send it to you as soon as possible. Client: Chengdu, Sichuan Province ...

[Skillful touch of gold]

Generally speaking, the object of telephone communication is mainly people outside the enterprise, and the telephone response should reflect the style, spirit, culture, even management level and operation status of the enterprise. Therefore, if you don't behave properly in the telephone response, it will lead outsiders to make judgments that are unfavorable to the enterprise. Therefore, in many large enterprises, telephone etiquette and skills are often an essential part of the induction training for new employees. 1. Important first sound: When we call a company, if we get through, we will hear the friendly and beautiful greetings from the other party, and we will be very happy in our hearts, so that the dialogue between the two sides can go smoothly and we will have a good impression on the company. As long as you pay a little attention to your behavior on the phone, you will leave a completely different impression on the other party. Also say hello, this is xx Company ". But the voice is clear, pleasant and clear, leaving a good impression on the other party, and the other party will also have a good impression on their own unit. So remember, when answering the phone, you should have the consciousness of representing the image of the unit. 2. Have a happy mood: Keep a happy mood when making a phone call, so that even if the other party can't see you, it will be infected by you from the cheerful tone and leave an excellent impression on the other party. Because facial expressions will affect the change of voice, even on the phone, I should hold the other person to see my state of mind. 3. Correct posture and clear voice: Never smoke, drink tea or eat snacks during the phone call, even if you are lazy, the other party can hear it. If you bend over and sit in a chair while talking on the phone, the other party will be lazy and listless when listening to your voice; If you sit up straight and keep your body straight, your voice will be sweet and full of energy. So when you make a phone call, even if you can't see the other person, you should treat the other person as the person in front of you and pay attention to your posture as much as possible. Wen Ya's voice should be polite and expressed in earnest. Keep a proper distance between your mouth and the microphone, and control the volume appropriately to avoid being unclear and misunderstanding. Or because of the loud voice, people misunderstand it as domineering. 4. Answer quickly and accurately: Modern workers are busy with business, and there are often two or three telephones on their desks. When they hear the phone ring, they should pick up the receiver accurately and quickly, and give priority to long-distance calls, preferably within three rings. The phone rang for about 3 seconds. If no one answers the phone for a long time, or it is impolite to keep the other person waiting, the other person will be impatient while waiting, and your company will leave a bad impression on him. Even if the phone is far away from us and there is no one nearby after hearing the phone ring, pick up the receiver as soon as possible. This attitude should be possessed by everyone, and this habit should be cultivated by every office worker. If the phone rings five times before you pick up the phone, you should apologize to the other party first. If the phone rings for a long time, the other party will be very dissatisfied and leave a bad impression on the other party. 5. Serious and clear record: Keep in mind the 5w 1h skill at any time. The so-called 5w 1h refers to when, who, who, where, what, what, why and how. These materials are very important to our work. Making a phone call is as important as answering the phone. The conciseness and completeness of telephone records depends on the skill of 5W1h. 6. Effective telephone communication: Almost all calls made during office hours are related to work. Every phone call in the company is too important to be perfunctory. Even if the person you are looking for is not in, don't answer "he is not in" or hang up. When answering the phone, you should also try to find out the reason to avoid making mistakes. When the other party inquires about the telephone numbers of other units in this department, it should immediately verify and inform them, and can't say that they don't know. We must first confirm the identity of the other party and understand the purpose of the other party's call. If you can't handle it yourself, you should also carefully record it and gently explore the purpose of the other party's call, so as not to delay things and win the favor of the other party. Patiently listen to each other's questions; When expressing opinions, let him speak freely and don't interrupt unless absolutely necessary. During this period, you can ask questions and discuss each other's needs and problems. Paying attention to listening and understanding, having empathy and establishing affinity are the keys to effective telephone communication. When you receive a phone call of reproach or criticism, you should explain it gently, express your apologies or thanks, and don't argue with the speaker. Attention should be paid to the correctness of telephone conversation, and the matters should be explained completely to increase the recognition of the other party, and perfunctory things are not allowed. It is necessary to estimate the possible time when a data search or another linked query is needed. If the inquiry or inquiry takes a long time, it is best not to keep the other party waiting. Instead, you need to reply separately and reply as soon as possible. When you call for a book list, you should record it immediately, grasp the timeliness and send it as soon as possible. 7. Politeness before hanging up: When ending a telephone conversation, it should generally be put forward by the caller, and then politely say goodbye to the other party. There should be a clear conclusion, say thank you "goodbye" and then hang up the phone gently. Don't hang up after you finish. 8. When you use VoIP, you will meet the other party's inquiry. Why doesn't your mobile phone have a number? It can be said that I use an internet phone and don't display the number.